topic Re: FTTP Install problem in My Order

FTTP Install problem

ijb59 — Fri, 03 May 2024 14:17:55 GMT

I was due to have FTTP installed yesterday. When the Openreach engineer arrived he said he couldn't fully complete the installation because the nearest telephone pole had no fibre connection and the pole was condemned. He told me that they had been trying to get the pole replaced for the last two years and it was holding up installation for the rest of the road too.

I was wondering if anyone knew how long this would likely take?

Also, my contract runs out on the 23rd of this month and after that, my monthly price would rise to £58pm. As I've renewed my contract well before before that date, but Plusnet is currently unable to fulfil this, and to be honest, I can't see Openreach replacing the telephone pole before that date, I'm a bit worried that Plusnet will try and charge me £58pm from the 23rd!

Re: FTTP Install problem

bmc — Fri, 03 May 2024 17:20:18 GMT

@ijb59

I would guess OR can't get permission to access the land to replace the pole if it's taking so long. If this is the case then they may never get it done!!!

I would think that PN will continue to supply you with your current service at contract prices but would suggest phoning the PlusNet Customer Options Team on 0800 013 2632 to confirm. They might even be able to update you on the pole situation.

Brian

Re: FTTP Install problem

ijb59 — Fri, 03 May 2024 17:48:23 GMT

Thank you for your reply. I can't see any problem with access. The telegraph pole is on the path in the street, just the same as the others. I will contact Plusnet customer services re the contract price.

Ian

Re: FTTP Install problem

Townman — Fri, 03 May 2024 17:53:10 GMT

Your best option might be to cancel FTTP and get your existing contract renewed - that should keep you exactly where you are, including keeping the existing telephone service.

When BTOR fix the issues, it should be possible to get Plusnet to change your product for FTTP without ETCs on the FTTC service - again discuss with COTS.

Re: FTTP Install problem

bmc — Sat, 04 May 2024 11:08:02 GMT

@ijb59

PN Support may be able to give a reason for the pole not being replaced. If not, ask them to ask OR for an explanation.

You could also complain to OR. I believe if you dig through the OR website there is a contact form you could use. May not be the reason it exists but there's no harm in trying. Complain about the unsafe pole not being replaced for about 2 years which is stopping you from getting FTTP. Count the number of lines on the pole and state it's also affecting x others.

Brian

Re: FTTP Install problem

ijb59 — Sat, 04 May 2024 12:39:13 GMT

I've already completed the form on the Openreach site. They closed the question immediately saying I had an order in process. There are ten lines coming from that pole. The OR engineer told me that it was stopping any more installations further up the street. As far as I can see Plusnet are on the case. On the online order delay form its now saying they are expecting an update from OR by the 10th. I'll ring Plusnet customer support to discuss the contract date etc on Monday.

Re: FTTP Install problem

greygit1 — Sat, 04 May 2024 20:11:33 GMT

Having lived in a place where the replacement of a local(ish) gas distribution pipeline was required I'd anticipate something in the order of at least five years. That's how long the negotiations between some landowners took for a gas pipeline.

Obviously this isn't a direct comparison, but could be indicative of timelines. Personally, I wouldn't recommend holding your breath.

Do you know if there's a (legal) wayleave provision for BT with any and all relevant landowners?

Re: FTTP Install problem

ijb59 — Sat, 04 May 2024 20:30:11 GMT

It's a Telegraph Pole that needs replacing, so above ground. None of them in the street are located on an privately owned ground. They are all on the footpaths, so I don't think there is a problem there. I've spoken with PN this morning and OR are doing a survey of eork needed and PN are hoping for an update by the 10th, so it sounds as if its making some progress

Re: FTTP Install problem

ijb59 — Wed, 05 Jun 2024 18:21:53 GMT

Just an update. Its been over a month now since my promised activation date. Although Plusnet keep updating me, no real progress is being made and no firm dates given for a completion. Plus net now ARE charging me £58 per month because I'm out contract and I'm having to call them at each bill to get a credit on the following bill. Tedious!

I'm now pretty annoyed about the whole scenario. If I go onto both Plusnets and Openreaches website, key in my postcode, it clearly says that FTTP is available, but obviously it is not. I feel that Plusnet accepted my order and sold me this product under false pretenses, but I'm really getting nowhere!

Re: FTTP Install problem

Mustrum — Wed, 05 Jun 2024 19:19:47 GMT

@ijb59 did you check for availability at your address or landline number - postcode only is not detailed enough.

It is your decision to pay extra out of contract costs, there is nothing stopping you signing a new contract and upgrading when FTTP is available.

Re: FTTP Install problem

ijb59 — Wed, 05 Jun 2024 19:48:15 GMT

Originally, I didn't check anything. The upgrade to FTTP was offered to me by a Plusnet Customer Service advisor. I had rang because my contract was coming to an end. If I put my postcode and land line number in Plusnets and Openreach websites, it still says FTTP is available. Ehen the Openreach engineer came out to do the install he told me that there was no fibre connection to the pole and all the way up the street from there, because it was condemned. He told me they had been waiting for it to be replaced for 2 years and that noone should be selling FTTP in this area.

Yes, I suppose I could just take out a different contract, but after this fiasco, it would be with another provider. It still doesn't get away from the fact that Plusnet offered me a service and accepted my order, for a product that isn't available. Plusnet are the company that are offering the product and Plusnet is the that confirmed it was available here. In my book, that is mis-selling.

Re: FTTP Install problem

Townman — Wed, 05 Jun 2024 19:55:21 GMT

Plusnet will only have offered a service based on the infrastructure information provided by BT Openreach.

Re: FTTP Install problem

bmc — Wed, 05 Jun 2024 20:07:55 GMT

@ijb59

PN basically use the same information that is available to you via the Checker. If it says Yes the PN believe they can offer a service.

Brian

Re: FTTP Install problem

ijb59 — Wed, 05 Jun 2024 21:05:54 GMT

I get that, but my contract is with Plusnet, not Openreach. Plusnet as a company offered me the service, Plusnet as a company accepted my order and now can't provide it. Its their problem, not mine. I think my next step will be Trading Standards and OFCOM as they are definitely mis-selling a service.

Re: FTTP Install problem

greygit1 — Wed, 05 Jun 2024 21:20:54 GMT

Problems with accessing land to upgrade/repare/reroute infrastructure is not peculiar to or specific to OR. It took Cadent somewhere in the region of 2-4 years to negotiate all stuff to replace/upgrade a gas pipeline I've been previously familiar with. If only other infrastructure suppliers had been 'aligned'

I have to assume that if it there was an emergency it would have happened at more pace.

Re: FTTP Install problem

Townman — Wed, 05 Jun 2024 22:25:34 GMT

Not an issue for trading standards … but by all means try to get Ofcom to sort out BT Openreach as they are the ones at fault here.

You need to work out what’s your real beef here - you cannot get FTTP in the timeframe you think you should … or you are having to pay out of contract prices for the existing service … which you could re contract for if you cared to do so.

Re: FTTP Install problem

ijb59 — Wed, 05 Jun 2024 23:21:28 GMT

Thank you for your reply. You're right, it's not a Trading Standards matter. I've researched it this evening and it would be a matter to take up with the Communications Ombudsman.

My "beef", is that Plusnet offered me, in a sales telephone conversation, an upgrade to FTTP because my current contract was ending. I agreed and Plusnet accepted the order. Its obvious now that they can't fulfil what they offered. It's a clear case of mis-selling.